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Account & workspace
Fix common Tartol problems
A beginner-safe checklist for loading, filters, media, scans, generations, and access issues.
8 min readUpdated August 27, 2026
Quick visual guide
Read the message, retry once, then gather the exact page and result.
- 1
Ask one focused question
Tell Tartol Agent the page, expected result, and exact safe error text.
Describe the problem - 2
Search the guide
Use the Knowledge Base search for the feature name or visible message.
Search the message - 3
Contact Support if it repeats
Open Support when the same reproducible issue remains after the safe checks.
New Ticket
Red labels show the exact control to use.
Detailed referenceOpen this for definitions, limits, examples, and troubleshooting.
Try these safe checks first
- 1Read the messageA permission, plan, credit, or processing message often tells you the actual cause.
- 2Confirm the workspaceMany “missing” records are in another workspace.
- 3Retry onceUse the provided Retry action or reload the page once.
- 4Reduce the requestClear narrow filters, shorten a search, or make one edit at a time.
- 5Check background statusDo not duplicate a scan or generation that is still processing.
Common symptoms
| Symptom | First response |
|---|---|
| Signed-in page keeps loading | Tartol retries temporary account-service failures for up to one minute and preserves a recent display-only session snapshot so the app shell can reopen without signing you out. If “Tartol is still reconnecting” appears, your session has not been cleared; use Try again. |
| No Discovery ads | Clear presets and narrow filters, then use All time. Discovery keeps transient service retries inside the loading state and allows up to one minute before reporting a true timeout. |
| Brand insights do not load | Insights retry transient service failures while the ad library remains available. A timeout is shown only after the one-minute loading budget; use Retry if the service remains unavailable. |
| Filter options unavailable | Retry the option list; keep the current filter selection. |
| Product preview missing | Review the product scan and replace weak name/images. |
| Image or video fails to load | Reload once, then open details or the source link to isolate the failure. |
| Carousel video does not play | Open the ad details again. Tartol prefers its durable archived carousel video over expiring provider playback links in Discovery, Brand Tracker, Saved Ads, and shared ad details. |
| Generation stays processing | Wait and check Creative History before starting another job. |
| Feature is locked | Check the active workspace plan, trial state, role, and credits. |
When to contact support
Contact support if the same reproducible problem continues after the safe checks. Include the page, time, workspace, steps, expected result, actual message, and a screenshot with secrets hidden.
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